L2 support means – Level 2 support for the production system where the resource is expected to work on the production issues/tickets raised by users/customers, stakeholders, internal alerts. On Daily basis, he would be involved in, but limited to:
1. Pick up the tickets from the ticketing system which are assigned to him/support team (average is about 5-10 tickets assigned on daily basis)
2. Based on the issue description stated in the ticket, investigate for the root cause of the issue in the system by checking the application logs, database records, etc,
3. Once root cause is identified, fix the issue – either through data patches / code fix;
4. As part of the support, write SQLs for investigation, data patches
5. Assist the team to do reviews (e.g. review of SQLs written by other team members) and perform the SQL executions in database.
6. Monitor the application/system logs daily for some of key modules e.g. interface/batch jobs and alert if any issues found.
7. As part of the investigation, go thru the codes and fix the codes if there are issues surfaced.
8. Work closely with project team - Infra team, BA and other developers
9. Liaise with testing team and customer to carry out the SIT/UAT done for the fixes and support the release activities
10. Take on the task assigned by the team lead related to the support activities.
Role
Software Engineer (Java)
Job Purpose
Analyze, design, develop and maintain of IT applications, including documentation and post-implementation customer support.
Job Responsibilities & Duties
• Analyze, design, program, test, document and maintain IT systems or applications
• Provide maintenance support to customers (internal and/or external) by investigating and rectifying reported systems shortcomings.
• Analyze requests for enhancements/changes and write amendment/program specifications.
• Update system documentation.
• Perform and manage stages of the SDLC and participate in the systems review with Project Lead/Manager.
• Understand the interdependencies of the services (application, system and database) and able to pin-point problem areas accurately to improve overall efficiency.
• Design and document system design, architecture and propose appropriate technologies and tools required to implement systems; and ensure users sign-off on design specifications.
• Use development tools to develop applications for better productivity.
• Develop test cases, conduct SIT, load test and tune the performance of systems to meet SLA.
• Deploy systems to production and provide post-implementation support.
• Provide technical guidance to junior colleagues in their work.
• Keep abreast of technological advancement, emerging standards and new software or hardware solutions that may affect decisions about system builds or enhancements.
• Any other duties as and when assigned.
Experience required:
• Possess good experience developing Java EE web application and Java UI frameworks
• Certifications in Java, Java EE etc preferred
• Some project leading experience in IT will be an added advantage
• 3-5 years of experience in systems analysis, design, programming with knowledge of one or more of the following technologies:
o Java, Java EE
o Struts, JSF, Spring, EJB, Hibernate, IBatis
o Weblogic Application Server, Elixir, Oracle DB, LDAP, MQ Series
o JBoss Application Server, Apache Tomcat, ESB
o Oracle Database, SQL, PL/SQL
